Managing Auto Receptionist and Call Queues

Zoom is our phone provider and we have setup auto receptionist and call queues to manager our main phone lines.  We have the ability to change the general greeting, hold music, and set Holiday schedules.

Definitions:

Auto Receptionist:  This is where the call starts when someone calls into North Way.  The auto receptionist presents a general greeting and then optionally a menu.  It may also redirect to another auto receptionist or call queue.

Call Queue:   This is a group of numbers that will actually ring to a phone/user.  Most times, there is only one user in the call queue.  There can be cases where multiple users are in the queue.  When this happens, the users can be called simultaneously, round robin, etc.  The call queue also puts incoming calls on hold until there is a user available from the call queue to take the call.

Holiday Greetings

1.  Navigate to the Auto Receptionist list

2. Choose the proper Auto Receptionist

3.  Click the Manage link under Holiday Hours section

4.  Select Add and give it a name along with setting the Holiday date/time.

5.  Under the new holiday, click Edit => Add Audio to modify the greeting.

6.  Create your greeting the same way that you would for voice mail.

https://northway.mojohelpdesk.com/mc/knowledge-base/articles/307784